Service Desk Support

PT Bina Talenta; Jakarta Timur; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

An outsourcing company in Jakarta is looking for a support technician to manage technical assistance requests and resolve issues. The ideal candidate should have a Bachelor's degree in IT and experience in troubleshooting technical problems. The role involves collaboration with the QA team and requires shift work.

Qualifications

• Minimum 1 year of relevant work experience.
• Willing to work in shifts.

Responsibilities

• Respond to technical assistance requests in person, via phone, or electronically.
• Collaborate with QA team to resolve technical issues.
• Create weekly reports on PGLS numbers and trends.

Skills

Microsoft Excel

IT Knowledge

Education

S1 (Bachelor’s Degree) in Computer Science, Information Technology, or related field

Job description

Job Responsibilities

1. Respond to technical assistance requests in person, via phone, or electronically.
2. Identify, analyze, investigate technical issues, log all helpdesk interactions, and advise users on appropriate actions.
3. Manage problems and escalate situations as necessary.
4. Possess knowledge of process flow in Application Systems, especially mobile apps.
5. Work with users to identify computer or IT technical problems and advise on solutions.
6. Handle first-level problems.
7. Track and route problems using Azure DevOps system.
8. Create weekly reports on PGLS numbers and trends, open issues by category/modules, open issues by area and division, and critical issue list.
9. Prepare and compile activity reports, coordinating with QA team and Project Manager.
10. Collaborate with QA team to resolve technical issues.
11. Maintain and follow up on all status tickets.
12. Ensure all escalated tickets are closed once problems are resolved.

Qualifications

• S1 (Bachelor’s Degree) in Computer Science, Information Technology, or related field.
• Minimum 1 year of relevant work experience.
• Proficiency in Microsoft Excel; additional IT knowledge is advantageous.
• Willing to work in shifts.

Location

Kota

Company Profile

An outsourcing company specializing in the banking and financial industry.